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Epiplex500 Support Policy
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1. |
Support Plan provides Licensee and its Affiliates access to the Epiplex500 Customer
Software Support Center for 24 hours, five days a week from Monday through
Friday excluding national, public and company holidays. |
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2. |
Basic Service includes the following: |
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 Access to Epiplex500 Software Support Center through Telephone, Facsimile, |
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Electronic Email and through the World Wide WEB |
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Access to Epiplex500 Software Support Center by Licensee designated contacts |
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Reporting of Cases to Epiplex500 Technical Support Center |
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1. |
Technical Support Cases will generally fall into three categories: |
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Level 1 |
Technical Assistance: Questions about Epiplex500 Product(s) usage and
installation, which do not result in registration of a product Defect or
Enhancement Request. |
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Level 2 |
Product Defect: A user encounters a problem which is determined
to be a product Defect in the Epiplex500 software Product(s). |
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Level 3 |
Licensee's request for feature enhancement during during normal
Epiplex500 Product(s) update cycle will be reviewed. |
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Contact information for the authorized Licensee contact reporting the problem. |
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The name and version of the Epiplex500 Product(s) and version number being
used. |
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Platform(s) on which the Epiplex500 Product(s) is running. |
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A general description of the operating environment. |
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A list of relevant hardware components in the environment. |
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List of operating system versions of all hardware components. |
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A description of the problem and expected results. |
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System generated error messages or diagnostics where available. |
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2.
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The licensee's or its Affiliate's case report will be responded to within Epiplex500's
published response time goals, which are as follows:
Priority |
Acknowledgment* |
Response# |
1-High |
2 business hours |
4 business hours |
2-Medium |
4 business hours |
1 business day |
3-Low |
1 business day |
3 business days |
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Priority Definitions:
Epiplex500 and Licensee will work jointly to assign the appropriate priority to all
reported Technical Support Cases based on the following criteria:
| Priority |
Conditions |
| 1 – High |
Critical business impact. The User has a complete loss of
service and work cannot reasonably continue; experiences
real or
perceived data loss or corruption; an essential part
of the system
is unusable, a case which results in the inability
to use a mission
critical application. |
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| 2 – Medium |
Some business impact. The problem seriously affects the
functionality of the software, but can be circumvented so
that the software can be used; or implies that a program or functions
remain unaffected; or that the product as a whole
functions but that a certain function is somewhat disabled,
gives incorrect results or does not conform to the
specifications. |
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| 3 – Low |
Minimal business impact. The user can circumvent the
problem and use the system with only slight inconvenience.
The error can be considered insignificant and has no significant
effect on the usability of the software. For example, a small
program error or small error in the documentation. This
priority is also used for questions, comments, and requests
for enhancements to the software. |
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Open Technical Support Cases will be considered to be resolved and will be closed
under the following conditions:
Licensee or its Affiliate may access product release information through the
Epiplex500
Customer Support center. Licensee will be notified when minor and
maintenance releases or Service Packs become available which are provided
free of charge. Maintenance releases fall into three types:
Minor Releases: Minor (point) releases occur approximately every 4-6 months,
and include cumulative bug fixes from incremental releases and minor
enhancements.
Maintenance Releases: Incremental releases occur as necessary to correct
major/minor defects, and are shipped upon request.
Service Packs: Incremental releases occur as necessary to correct major defects
and are available through the Customer Software Support Center upon request.
Epiplex500 will respond to failure reports based on the response times listed above.
In order for a failure to be escalated to Epiplex500, the customer should provide
Epiplex500 a
complete test case that will allow technical support to reproduce the
failure. When
escalating a failure, a failure identification number will be assigned
in the Epiplex500 call
tracking system and the severity will be determined based on
the conditions outlined
above. The response time goals above do not apply in
situations where it is verified
that the source of the failure is a third party product.
| Priority Interim Solution |
Permanent Solution |
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1-High All commercially reasonable effort until the defect is repaired |
Service Pack incremental release within 30 business days |
2-Medium N/A |
Service Pack incremental release within 45 business days or Permanent correction with next scheduled Major, Minor or Maintenance Release |
| 3-Low N/A |
Permanent correction with next scheduled
Major, Minor or Maintenance Release |
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